When KennelBooker can't send a booking or payment to QuickBooks Online, the error from QuickBooks is shown on the QuickBooks page (in the main menu), under the booking's row. This article explains the QuickBooks errors customers see most often and how to fix each one. For setting up the integration, see "QuickBooks - Setting up the Integration" in Related articles.

Before sending, KennelBooker checks every payment on the booking. If any payment can't be sent, nothing is sent and you'll see "Nothing was sent to QuickBooks. Fix these payments on the booking and send it again", followed by one line per payment with QuickBooks' error. The errors below can appear on their own or inside that list.

You see "Duplicate Document Number Error: You must specify a different number. This number has already been used." (or similar) when sending a booking or payment to QuickBooks.

KennelBooker uses the booking reference as the QuickBooks invoice number. QuickBooks raises this error when its own settings ask it to check transaction numbers. To fix it, in QuickBooks Online:

Then go back to the QuickBooks page in KennelBooker and send the booking again.

You see:

"Detail: The name supplied already exists. : Another customer, supplier, or employee is already using this name. Please use a different name." with "Message: Duplicate Name Exists Error".

KennelBooker is trying to create a customer in QuickBooks, for example "John Doe", and QuickBooks already has a supplier (vendor) or employee called "John Doe" or "Doe, John". QuickBooks doesn't allow a customer, supplier and employee to share a name, even if one of them is inactive.

To fix it, search your suppliers and employees in QuickBooks for the same name and rename that record, for example to "John Doe - Supplier". You may also need to search your customers with inactive customers shown. Then go back to the QuickBooks page in KennelBooker and send the booking again.

If the customer is already in QuickBooks and you want KennelBooker to use that record, link them instead: on the QuickBooks page click Administration Settings, then Sync Customers with QuickBooks.

Each payment type in KennelBooker is mapped to a QuickBooks Payment Type (Cash, Visa, Other and so on) in Settings > Customize Text > Payment types. When KennelBooker sends a payment, it looks for a QuickBooks payment method with that name, whatever the capitalisation and including inactive ones. It makes an inactive method active again, and only adds a new method if there isn't one, so you shouldn't see a Duplicate Name error for a payment method.

If you do see one on the line for a payment in the "Nothing was sent to QuickBooks" list, contact support with the booking reference and a screenshot of the error.

You see "Invalid bundle entry in SalesItemLineDetail: Invalid bundle id X passed to SalesItemLineDetail.ItemRef. Please use GroupLineDetail with bundles." when sending an invoice.

One of the item codes KennelBooker uses points at a QuickBooks bundle. This usually happens when a product or service was created in QuickBooks and later changed to a bundle. KennelBooker can only post to a service or product, not a bundle.

To fix it, in QuickBooks go to Products and Services and change the item from a bundle back to a service, or create a new service. If you create a new one, click Get Account Codes on the QuickBooks page in KennelBooker to find its ID, and update the code in Settings > QuickBooks (Item codes), or on the additional service, product or package that uses it. Then send the booking again.

You see "Validation Exception was thrown.Details:Invalid Reference Id : Categories cannot be used in transactions" when sending a booking.

One of the item codes on the booking (for the booking type, an additional service or a product) is the ID of a QuickBooks category. QuickBooks lists categories alongside products and services, but they can't be used on an invoice.

To fix it, click Get Account Codes on the QuickBooks page. Use an ID from the Item Codes list (your services), or a product that isn't a category, and put it in Settings > QuickBooks (Item codes), or in the Accounting code of the additional service, product or package. Then send the booking again.

Older versions of KennelBooker asked you to copy your QuickBooks Company ID into a box called Set Company Id. That box no longer exists: KennelBooker now gets your company ID from QuickBooks when you connect.

If the QuickBooks page says you're connected but no bookings are listed, or you see an error about a missing realm or company ID, KennelBooker didn't receive your company ID when you connected. To fix it, on the QuickBooks page click Disconnect from QuickBooks, then Connect to QuickBooks, sign in and choose your company again. Your codes and settings in Settings > QuickBooks are kept.

The QuickBooks page keeps the last error for each booking. Click Clear Sending Errors on the QuickBooks page, then click Send on the booking again. If it fails again, the error shown is a new one.

Your connection to QuickBooks needs renewing. Click Refresh Access Token on the QuickBooks page and try again. If it still fails, click Disconnect from QuickBooks and connect again.

QuickBooks didn't answer. Wait a few minutes and send the booking again.

See the common problems in "QuickBooks - Setting up the Integration", which covers token renewal, missing codes, deleted customers and missing payments. If it isn't there either, contact support with the booking reference, the customer's name and a screenshot of the error.